How destructive are negative tourist-to-tourist interactions despite the mitigating effect of optimism?

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Date

2022

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Elsevier

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Tourism Management
The aim of Atılım University Department of Tourism Management is to train tourism managers who are able to compete at an international level by offering quality education opportunities. Graduates employed as managers in the fields of accommodation, travel, catering, gastronomy, transportation, congress, conference organization begin their professional life while they are still interns. The academic staff consists of faculty members who are experts in their field, as well as sector professionals. With five years of education including the preparatory English courses offered, the courses of the department are in English. The course program consists of applied and theoretical courses devised with respect to the global trends in tourism. Students perform their internship studies at hotel chains, A-Class travel agencies and professional tourism companies. Our Department is in contract with universities abroad within the scope of the Erasmus student Exchange program. With its quality of education documented by TURAK (Tourism Education, Evaluation and Accreditation Board), Atılım university Department of Tourism Management is the first undergraduate program in Turkey to hold the accreditation.

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Abstract

This study examined the relationship between negative tourist-to-tourist interaction (NTTI) and tourist emotions, intention to recommend, and revisit intention, based on the stimulus-organism-response paradigm and service dominant logic. It also investigated the moderating effect of optimism in the relationship between NTTI and tourist emotions to highlight the importance of optimism in tourist behavior in COVID-19 times. Data were collected through a survey form from 256 domestic tourists visiting Pamukkale travertines and archaeological site, one of Turkey's leading attractions. The research hypotheses were tested using Partial Least Squares Structural Equation Modeling. The data analysis revealed that NTTI significantly affects tourist emotions. Unpleasantness had a negative and significant effect on intention to recommend, while joy had a positive and significant effect. Besides, joy and positive surprise affected revisit intention positively and significantly. Joy and unpleasantness mediated the relationship between NTTI and intention to recommend. Finally, optimism moderated the relationships between NTTI and joy and NTTI and positive surprise.

Description

Koç, Burcu/0000-0003-1474-0459; Küçükergin, Kemal Gürkan/0000-0003-3761-4340; Dimanche, Frederic/0000-0001-6711-6532

Keywords

Negative tourist-to-tourist interactions, Tourist emotions, Intention to recommend, Revisit intention, PLS-SEM, Optimism

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Citation

10

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Q1

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Volume

23

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https://doi.org/10.1016/j.jdmm.2022.100693
 https://hdl.handle.net/20.500.14411/1821

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